Get support

You can get in touch with us below, through our online form or our helpline.

Submit an enquiry

We want to deal with your request efficiently so we have produced guidance to help you submit the best information possible.

We will respond to enquires made through our online form within 3 working days for non urgent enquiries (excluding weekends and Bank Holidays) – or 24 hours in emergency cases.

Please clearly indicate if your client is facing an emergency with their debt enquiry.

If you have multiple enquiries which relate to different clients, please submit them separately.

Coronavirus (COVID-19) update

We wish you and your clients well in these unprecedented circumstances and will continue to offer our support with your complex casework.

At present, we are operating a full advice service remotely. Unfortunately, we are not able to attend any face-to-face meetings until further notice.

Any updates – such as reduced capacity – will be communicated through our website and telephone introductory message.

Your details

First name

Last name

Your email

Your phone number

Are you an IMA member?

Job title

Your organisation’s name

Your organisation’s location

Your organisation's postcode

Client’s case

Is this a repeat enquiry?

If so, please enter the existing case number

Background information

Describe what your client's situation and problem is. Please do not include any personal details of your client, such as name, date of birth etc.

How can we help?

Describe what you need advice with.

Is this an urgent case?

Please tick if urgent action is needed

Examples of emergency cases

Please select a case type where urgent action is needed

Upload supporting documents

We are unable accept any documents which contain client information, please ensure that you redact all client information before sending documents. We will have to reject documents which have not been redacted and this could delay our response.

Files are restrcited to .jpg, .doc, .docx, .pdf, .png, .xls, .xlsx and cannot be bigger than 1mb each

Choose file

I confirm that I have redacted the documents I am sending

If you receive any error messages while using our new file uploader please let us know by emailing specialistdebt@shelter.org.uk.

Helpline

Our telephone service is open 9am – 5pm Monday to Friday.

Helpline 03300 580 404

How do we use your data?

We only collect the personal details we need to fulfil the service you expect from us. We do not collect or record any personal details about your clients. When using our service via telephone or our web form, we will ask you for:

your name
the name of the organisation you work for
your email address and contact telephone number

We will keep all your case information – including notes, letters and information given to us in relation to your enquiry – in a confidential record.

We use a customer relationship management system (CRM) to support our service. This means that we can keep the information you provide us, so we can access the history and relevant details of your case(s). This ensures that we provide appropriate and accurate advice or support.

Please see our full privacy statement for more information.